Return & Refund Policy

At Melyvio, we want customers to have a clear and straightforward return experience.

We are an online beauty destination offering a carefully selected range focused on Glossy & Velvet Lip Tints, Rich Lipsticks, and Flawless Liquid Foundations. From weightless, long-lasting lip colours to smoothing, high-coverage base makeup, our goal is to empower your daily routine with confidence, luxury, and a polished finish.

This Return & Refund Policy applies to eligible purchases made through melyvio.com.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before returning any product, please contact our customer support team at:

service@melyvio.com

Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address.

Please do not send products back without contacting us first.

Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:

• Unused or in like-new condition
• Free from customer-caused damage
• Unaltered
• Returned with all original components
• Returned with included accessories
• Returned with any caps, applicators, pumps, dispensers, protective seals, or accessories supplied with the product
• Returned with product inserts or instructions where included
• Returned in the original protective packaging where reasonably possible

Proof of purchase, such as an order number or order confirmation, may be required.

Because many Melyvio products contain liquid formulas, applicators, pumps, caps, protective seals, or other packaging components that require careful handling, returned products should be packaged carefully to prevent leakage or damage during transit.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of:

• Excessive use
• Misuse
• Customer-caused scratches, leakage, breakage, or other damage
• Unauthorized repair
• Modification
• Missing accessories or components
• Damage caused by improper cleaning, storage, handling, or use

For lip products, foundations, or other cosmetics subject to hygiene-related return restrictions, return eligibility may depend on whether the product has been opened, applied, or used, subject to applicable law and any product-specific return conditions disclosed before purchase.

Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:

• Personalized or customized products
• Gift cards
• Products clearly marked as final sale
• Opened or used cosmetics subject to hygiene-related return restrictions where disclosed before purchase
• Products damaged through misuse or improper handling
• Products modified or repaired without authorization
• Products missing significant components because of customer handling
• Other products expressly identified as non-returnable before purchase

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your Melyvio order promptly after delivery.

This is particularly important for products such as:

• Glossy lip tints
• Velvet lip tints
• Lipsticks
• Liquid foundations
• Liquid or cream formulas
• Applicators and dispensers
• Caps, pumps, and protective seals
• Other makeup products with delicate packaging

If your order arrives:

• Broken or leaking
• Scratched
• Damaged
• Defective
• Incorrect
• Missing accessories
• Missing components
• Incomplete

please contact us as soon as reasonably possible.

To help us review the issue, please provide:

• Your order number
• Product name
• Clear photographs of the product
• Photographs of the inner protective packaging
• Photographs of the outer shipping package
• A photograph of the shipping label where available
• A short video demonstrating the issue where relevant

For makeup products, a short video may be particularly helpful for issues involving:

• A cap not closing properly
• A damaged or leaking container
• A loose applicator
• A pump or dispenser issue
• A detached or damaged packaging component

After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.

6. Basic Product Checks Before Return

For certain functional issues, our customer support team may first provide reasonable product checks or troubleshooting guidance.

For makeup products, these may include:

• Checking whether a cap is aligned correctly
• Checking whether a product opening is visibly obstructed
• Confirming that a removable component is properly connected
• Checking an applicator, pump, or dispenser
• Inspecting the container or protective seal
• Reviewing the product information or care instructions

For lip tints, lipsticks, liquid foundations, or other makeup products, we may request photographs or additional information to determine the nature of the issue.

You are not required to continue using any product that appears damaged, leaking, contaminated, or otherwise unsuitable for continued use.

7. Return Shipping Costs

For preference-based returns, including:

• Change of mind
• Incorrect size, shade, colour, finish, or product selection by the customer
• No longer wanting the product
• Product not matching personal makeup preferences
• Other reasons not caused by an error on our part

customers are generally responsible for return shipping costs where permitted by applicable law.

If Melyvio confirms that a product was:

• Damaged during delivery
• Defective
• Incorrectly supplied
• Incomplete
• Otherwise eligible for seller-paid return costs under applicable law

we will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless:

• Otherwise expressly stated by Melyvio
• The return results from an error on our part
• The product was defective, damaged, or incorrectly supplied
• Applicable law requires reimbursement

9. Return Address

Return addresses may vary depending on:

• Product type
• Fulfillment location
• Customer destination
• Warehouse location
• Logistics arrangements
• Nature of the return

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address will be provided after your return request has been reviewed and approved.

10. Return Packaging

Melyvio products may include liquid formulas, containers, caps, applicators, pumps, dispensers, protective seals, or other packaging components.

Customers should package returned products carefully to reduce the risk of leakage or damage during return transportation.

Where reasonably possible, please include:

• The main product
• Caps or closures
• Applicators where included
• Pumps or dispensers
• Protective seals or covers
• Included accessories
• Product inserts or instructions
• Original protective materials
• Original product packaging
• Other items originally included with the order

Makeup products should be securely protected against movement, leakage, breakage, or impact inside the package.

Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.

11. Missing Accessories or Components

Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.

Examples may include:

• Applicators
• Caps
• Pumps
• Dispensers
• Protective covers or seals
• Removable packaging components
• Included accessories
• Product inserts
• Protective packaging
• Other components supplied with the product

Any deduction will be based on the circumstances of the return and applicable law.

12. Return Inspection

Once a returned product is received, we may inspect it to confirm:

• Product identity
• Return eligibility
• Product condition
• Reason for return
• Included accessories
• Included components
• Condition of the container, applicator, seal, or other packaging elements

Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.

13. Refunds

If a return is approved after inspection, the refund will generally be issued to the original payment method.

Once Melyvio issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Processing times vary and are controlled by the relevant financial institution or payment provider.

14. Refund Deductions

Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:

• Missing accessories
• Missing components
• Excessive use
• Customer-caused scratches, stains, leakage, or breakage
• Unauthorized modification
• Unauthorized repair
• Improper cleaning
• Improper handling
• Damage caused after delivery

Any deduction will be assessed based on the individual circumstances of the return.

15. Exchanges

Exchange availability depends on current product availability and inventory.

Because Melyvio products may be offered in different:

• Colours
• Sizes
• Finishes
• Shades
• Styles
• Product variations

the preferred replacement may not always be available.

Where direct exchanges are unavailable, the most efficient option may be to:

1. Request a return for the eligible original product.
2. Complete the approved return process.
3. Place a new order for the preferred product.

Please contact customer support before returning a product for exchange.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

Email: service@melyvio.com

We will make reasonable efforts to assist before fulfillment begins.

However, we cannot guarantee cancellation once the order has entered:

• Processing
• Picking or packing
• Protective packaging
• Fulfillment
• Shipping preparation
• Dispatch

If the order has already shipped, you may need to follow the applicable return procedure after delivery.

17. Refunds for Canceled Orders

If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your financial institution may require additional processing time before the refund appears.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:

• Shipment status
• Carrier charges
• Product condition
• Condition of liquid products or delicate packaging
• Return eligibility
• Other relevant circumstances

Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.

19. International Returns

International returns may involve additional:

• Shipping costs
• Customs procedures
• Carrier requirements
• Documentation
• Transit time

Liquid makeup products or products with delicate packaging may also require additional protective packaging for international return transportation.

Please contact us before sending any international return.

We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.

Depending on your country, state, province, or region, you may have additional statutory rights relating to:

• Defective products
• Product conformity
• Damaged products
• Repairs
• Replacements
• Returns
• Refunds
• Cancellation or withdrawal rights

Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

21. Contact Us

If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:

Brand: Melyvio
Website: melyvio.com

Legal Entity:
Guiyang Shifuzi Technology Co., Ltd.

Registered Address:
25th Floor, Fangzhou Building, No. 335 Shenqi Road, Xinhua Road Street, Nanming District, Guiyang City, Guizhou Province, China

Unified Social Credit Code:
91520102MAEEFQ0403

Phone Number:
19907795717

Customer Support Email:
service@melyvio.com

For order-related inquiries, please include your order number and the email address used at checkout.

For damaged lip tints, lipsticks, liquid foundations, containers, applicators, or other makeup items, please also include clear photographs of the product and packaging.

Please do not send complete credit card information, CVV/security codes, or account passwords by email.

melyvio.com is operated by Guiyang Shifuzi Technology Co., Ltd.